Customer Operations Lead: RCA & Process Innovation

Otter; Los Angeles (CA); On-site; USD 80,000 - 95,000; Full time

Benefits offered by this job

Health, dental, vision insurance

401(k) and HSA options

Discretionary bonus potential

Paid holidays

Job summary

Otter is seeking a Customer Operations Manager in Los Angeles to drive operational excellence for its revenue recapture business. You will own RCA-based improvements, design new processes, and work with Product and Engineering to validate changes.

Strong SQL and dashboarding skills help track KPIs and inform decisions. You’ll lead cross-functional change, document processes, and enable frontline teams to deliver better outcomes for customers and partners.

Qualifications

• Proven RCA and problem-solving experience in operations.
• Strong SQL and dashboarding ability to surface insights.
• Experience designing and rolling out new processes and playbooks.

Responsibilities

• Lead root cause analysis of operational breakdowns and recurring issues using qualitative and data insights.
• Design and roll out new processes, playbooks, and improvement initiatives.
• Collaborate with Product and Engineering to propose product/workflow changes.
• Monitor KPIs with dashboards and basic SQL to spot trends and risks.
• Ensure solutions are implemented and measured for impact across teams.
• Create and maintain training materials and rollout plans for ongoing improvement.

Skills

RCA

SQL

Process design

Cross-functional collaboration

Tools

Looker

Tableau

Mode

Job description

Otter is seeking a Customer Operations Manager in Los Angeles to drive operational excellence for its revenue recapture business. You will own RCA-based improvements, design new processes, and work with Product and Engineering to validate changes.

Strong SQL and dashboarding skills help track KPIs and inform decisions. You’ll lead cross-functional change, document processes, and enable frontline teams to deliver better outcomes for customers and partners.